What are the responsibilities and job description for the Service Manager position at Leslie's?
DIVE IN TO A NEW CAREER WITH LESLIE'S:
Leslie’s pool supplies is the “World’s Largest Retailer of Swimming Pool Supplies.” With over 1,000 retail stores in 39 states plus Pro, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie’s. With over 60 years of providing the best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our team members feel valued and are enthusiastic about the contributions they make to the success of Leslie’s.
Job Overview:
The Service Manager Oversee the performance of a designated Leslie’s service market. Ensure it is meeting or exceeding customer service standards, sales plans, performance and operating procedures. The Service Manager is responsible for the effective management and execution of all company-developed programs. Train and develop personnel through all required training programs. Establish the expectation of providing excellent customer service through personal example and expectation.
Responsibilities
Leslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives.
Leslie’s pool supplies is the “World’s Largest Retailer of Swimming Pool Supplies.” With over 1,000 retail stores in 39 states plus Pro, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie’s. With over 60 years of providing the best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our team members feel valued and are enthusiastic about the contributions they make to the success of Leslie’s.
Job Overview:
The Service Manager Oversee the performance of a designated Leslie’s service market. Ensure it is meeting or exceeding customer service standards, sales plans, performance and operating procedures. The Service Manager is responsible for the effective management and execution of all company-developed programs. Train and develop personnel through all required training programs. Establish the expectation of providing excellent customer service through personal example and expectation.
Responsibilities
- Achieve desired service sales goal set forth by the Company for designated service market
- Achieve desired contribution goal set forth by the Company for designated service market
- Manage your business within the guardrails of the KPI standards
- 8% Missed Appointments
- 8% Callbacks
- 15% Cancellations
- Manage and control Company vehicle fleet and associated expenses including but not limited to:
- Fuel Cost
- Maintenance & Repair Expenses
- Cleanliness & Appearance
- Technician driving habits and operating performance
- Manage and control all payroll expenses within designated service market:
- Quality Control dollars (QC)
- Service Technician hourly wages (regular & overtime)(where applicable)
- Service Technician Assistant hours and dollars (where applicable)
- Unearned Draw (where applicable)
- Ensure the standards for customer service are maintained at optimum levels.
- Be proactive recruiting, staffing and hiring service technicians. Maintain full staffing model at all times.
- Responsible for understanding and following all employment policies and procedures relative to drug testing, reference checking, I-9 compliance and the completion of new-hire paperwork on a timely basis.
- Responsible for compliance with and ensuring the accuracy of all payroll in the Service District.
- Completes commercial bid process by determining required hydraulics, permitting, materials, and service labor bidding.
- Develop sales plans and strategies for review and approval of immediate supervisor.
- Monitor lead times within the market and complete service jobs when necessary to keep lead time within acceptable limits.
- Completes quality control service calls with technicians to resolve customer issues.
- Ensure gross margin performance in the business lines of service and commercial service.
- Evaluates and monitors compliance to all controllable expenses.
- Ensures compliance with Federal, State and Local regulations.
- Responsible for morale enhancement of all team members. Promotes team member recognition programs, and develops motivational programs.
- Mentors team members on the progression and succession of career path program.
- At least 2 years as a successful service technician within the company, or
- At least 2 years as a successful store manager within the company with solid technical ability;
- At least 5 years in swimming pool industry.
- Minimum of 2 years management experience.
- NSPI Certification preferred but not required.
Leslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives.
